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تدوین هستیشناسی فاز درک کسب وکار پروژههای دادهکاوی با تمرکز بر حوزه پشتیبانی مشتری | ||
| پژوهش های مدیریت عمومی | ||
| مقاله 5، دوره 13، شماره 48، شهریور 1399، صفحه 107-136 اصل مقاله (1.45 M) | ||
| نوع مقاله: مقاله پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22111/jmr.2020.32146.4852 | ||
| نویسندگان | ||
| حمیدرضا نظری1؛ محمدتقی تقوی فرد* 2؛ ایمان رئیسی وانانی3؛ محمدرضا تقوا4 | ||
| 1دانشجوی دکتری مدیریت فناوری اطلاعات دانشگاه علامه طباطبائی | ||
| 2دانشیار ، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی | ||
| 3استادیار، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی | ||
| 4دانشیار، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی | ||
| چکیده | ||
| علیرغم پیشرفت در قابلیتهای الگوریتمهای دادهکاوی، خروجی این الگوریتمها نیازمند پالایش و تحلیل فراوان است تا بتواند مبنایی برای تصمیمگیری مدیران باشد. شناسایی مسایل کسبوکاری رایج در حوزه پشتیبانی مشتری که به کمک تکنیکهای دادهکاوی میتوان به حل آنها پرداخت و تدوین هستیشناسی درک کسبوکار حوزه پشتیبانی مشتری، هدف اصلی این تحقیق است. از این رو، مسایل کسبوکار حوزه پشتیبانی مشتری، ابتدا، از طریق مصاحبه با خبرگان این حوزه شناسایی شدهاند و سپس به کمک مرور ادبیات مرتبط، هستیشناسی مسایل کسبوکاری حوزه پشتیبانی مشتری توسعه یافته است. به عنوان نتایج تحقیق، اهداف کسبوکار حوزه پشتیبانی مشتری که منجر به ایجاد ارزش و سودآوری میشوند به همراه فعالیتها و خروجیهای کلیدی هر فعالیت و گامهای تحلیلی مورد نیاز براساس تکنیکهای دادهکاوی برای تحقق هر هدف کسبوکاری شناسایی شده است. در نهایت، بر مبنای مدل دادهکاوی CRISP-DM ، هستیشناسی درک کسبوکار حوزه پشتیبانی مشنری ارائه شده است. | ||
| کلیدواژهها | ||
| دادهکاوی؛ هستیشناسی؛ درک کسبوکار؛ پشتیبانی مشتری؛ دانش کاربردی | ||
| مراجع | ||
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